Guest Services Manager

AccorHotel • Los Angeles, CA

7h • $80,000 - $92,000 • Onsite

About The Position

You represent Fairmont Century Plaza with enthusiasm and pride, providing exceptional service and attention for each guest you encounter. You are energetic and confident, and will encourage your teammates to achieve and be positive. You are entrusted with the responsibility of ensuring the best possible experience for your guests at all times.

Requirements

• Previous experience in managing Guest Services, Concierge or Valet Parking
• Experience in 5-star Forbes hotel is required
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm, and courteous at all times
• Get along with all kinds of people
• Stand and walk for long periods of time
• Analyze and interpret established policies
• Make business decisions based on productions reports and similar facts as well as on your own experience and personal opinions
• Deal with the general public, customers, employees, with tact and courtesy
• Ability to plan and organize the work of others
• Change activity frequently and cope with interruptions
• Communicate effectively to all types of audiences
• Ability to provide specific oral or written instructions
• Accept full responsibility for managing an activity
• Must be flexible with schedule - ability to work weekdays, weekends, holidays, evening and overnight shifts
• High school diploma
• University degree or College diploma in Hotel Management preferred
• Minimum of two year’s work experience in relevant discipline beneficial
• Minimum of one year’s work experience in a supervisory/management role beneficial
• Minimum of one year’s work experience in a luxury hotel beneficial
• Previous PMS experience required, Opera experience an asset
• Computer literate in Microsoft Window applications required
• Fluent spoken and written English
• Fluency in a second language is an asset
• Requires mathematical development sufficient to be able to: Add, subtract, multiply, and divide all units of measure
• Ability to be observant with meticulous attention to detail
• Ability to follow instruction and work quickly and thoroughly
• Ability to think through situations in a rational manner while under pressure
• Logical and structured thinking, balancing budgetary and guest’s needs
• Ability to see the bigger picture and possible repercussions of decisions
• Being able to determine which department could best help the guest
• Staying calm when assisting a guest and colleague in emergency situations, and knowing what questions to ask
• Active movements- Ability to walk, stand, kneel and bend for up to 8 hours a day
• Ability to work under pressure and stress
• Ability to work at a fast pace
• Ability to ascend and descend stairs safely
• Lifting 100 lbs. maximum with frequent lifting
• Carrying of objects weighing up to 100 lbs.
• Must provide proof of eligibility to be employed in the United States of America.

Nice To Haves

• University degree or College diploma in Hotel Management
• Minimum of two year’s work experience in relevant discipline
• Minimum of one year’s work experience in a supervisory/management role
• Minimum of one year’s work experience in a luxury hotel
• Opera experience
• Fluency in a second language

Responsibilities

• Consistently offer professional, friendly and engaging service
• Lead and manage the day-to-day operation and long term strategic planning of the Guest Services department
• Assist the Director of Front Office in all aspects of the department and ensure service standards are followed
• Serve as the head of department for Concierge, Bellman and Doorman
• Act as the Forbes trainer for the Front Office Department
• Manage the operation and make decisions in the absence of senior leadership
• Ensure familiarity with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed
• Ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, Front Desk, and Front Drive is continuously clean and tidy
• Provide managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managers
• Promote a positive work environment for the optimal employee experience in order to create the desired guest experience
• Complete Talent & Culture responsibilities including but not limited to performance feedback, recognition program, employee satisfaction action plans, payroll and scheduling, standard operating procedures creation, and training and onboarding
• Manage staffing levels in response to business levels and in accordance with CBA contracts
• Greet, welcome, and farewell guests and colleagues pleasantly and professionally
• Establish and maintain an effective working relationship with co-workers
• Work cohesively with fellow colleagues as part of a team with minimum supervision
• Conduct regularly scheduled departmental meeting and pre-shift briefings
• Balance operational, administrative, and colleague needs
• Identify any training needs of Guest Services Team and create action plans to develop the team’s skills
• Ensure enough supplies of all operational items are in storage
• Assist guests regarding any requests informatively and in a helpful manner
• Resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
• Handle guest concerns effectively and efficiently, include logging and notifying proper areas
• Assist the guests with any comments, questions, or concerns during their stay
• Make recommendations for activities and restaurants
• Assist with luggage and transportations inquiries
• Enroll guests to Accor Live Limitless loyalty program and update profiles when applicable
• Liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering)
• Be present at the Reception desk whenever possible
• Deal promptly and effectively with any complaints
• Coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible
• Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
• Utilize Hotel’s technology and communication platforms to ensure hotel operation and guest satisfaction
• Be familiar with CPZ, all the facilities and services offered
• Be timely, accurate and courteous during all interaction with guests and colleagues
• Inform security of any unusual disturbances
• Maintain a Safe, Hazard Free, and Organized work environment
• Complete various assignments as requested by hotel management
• Oversee the daily task performed by the Guest Services Team to ensure accuracy, completion and flow of service
• Assist with guest and employee issues and questions
• Act as a lead for Guest Services and ensure that guest and employee issues are resolved and the guest is satisfied
• Provide employee motivation and support
• Onboard and train new employees
• Monitor, document, and notify the Guest Services Manager of any concerns or issues that may impact the operation and the achievement of department goals and objectives
• Other duties as assigned

Benefits

• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• Learning programs through our Academies to promote growth and development
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH
• Competitive Health Benefit Package within 30 days of employment
• 401(k)/Roth IRA Eligibility after 60 days of employment
• Cell Phone Usage Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED